Company Background

Overview

Granada helps companies better communicate with their customers.  We offer boutique customer support services to clients that demand the highest institutional standards and need a delivery model that is built-to-suit to their needs.

Granada’s customer support delivery model is differentiated in the market in the following ways:

  1. Work-from-home (WFH) specialization.  As a leading pure play WFH provider, we are a natural fit for companies wanting to adopt the WFH model;
  2. Partner on small deals.  While we can scale beyond 200 FTEs for a client, our infrastructure is perfect for Fortune 500 and middle market companies interested in 15-50 FTE partnerships;
  3. Hispanic Customer Experience leadership.  Granada’s management team started the Press 2 for Spanish market 15 years ago and can deploy in-culture strategies to improve acquisition and retention rates.

All of our solutions are co-designed with our clients based on their particular needs.  Our clients’ satisfaction is largely based on this “blank canvas” approach, which ensures at the front end that our solutions are built around our clients’ wants.

History

Granada’s founder Kit Cooper was one of the pioneers in the customer support industry. In 1999, he co-founded Hispanic Teleservices Corporation (HTC), the first customer service outsourcer to focus on the U.S. Hispanic market through near shore operations based in Latin America.  The company employed over 1,500 employees at the time of its sale to Carlyle Group in 2005 and had grown to over 3,000 employees at the time of its sale to Teleperformance in 2007.

In 2009, Cooper started thinking about ways to serve clients better.  He knew that clients were interested in boutique providers and certainly one with Hispanic market expertise.  However, he also knew it would be difficult to provide exceptional service to clients without a labor edge.

What Cooper discovered was that the “work from home” (WFH) delivery model offered massive operating advantages: scalable access to customer experience-oriented personnel, twice the tenure versus facility-based operations centers, and an ability to use regional labor market strategies to boost sales and customer experience efforts.

In summary, Granada’s management team knows the business and has exceeded the expectations of the world’s most respected brands.  Our boutique model gives us a performance edge and lays the ground for true alignment with client goals.

The foundation of our success is our company culture, our homegrown processes and our labor market edge, which allows us to be very stringent with our recruitment filters.

Foundation success

Thank you for learning more about Granada Corp.  Give us a call to discuss how we might help you on some of your initiatives.